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AVP-Google cloud, CCAI, CX Optimization
Full-time
AVP-Google cloud, CCAI, CX Optimization
Noida/Gurugram/Bangalore
Full-time role
Hybrid
candidates with a strong blend of Data Analytics, Conversational AI, CX Transformation, and Optimization experience, rather than pure implementation or platform engineering backgrounds.
Role Overview
This is a
business \+ AI \+ analytics
leadership role focused on driving the performance and optimization of AI-powered voice agents across customer experience operations. The individual will be responsible for continuously improving customer experience, containment, automation effectiveness, and overall business outcomes through data-driven insights and optimization initiatives.
Must-Have Experience
10\+ years of experience in CX Transformation, Conversational AI, Contact Center AI, or Customer Experience Optimization.
Strong experience in analyzing and improving AI/automation performance using data and business metrics.
Proven exposure to:
Containment Rate, Escalation / Transfer Rate, Task Completion / Success Rate, CSAT / NPS, Deflection & Automation Metrics
Hands-on experience with conversation analytics, speech analytics, transcript analysis, and customer journey optimization.
Experience working with AI-powered voice agents, virtual assistants, IVR modernization, or Conversational AI solutions.
Ability to drive continuous optimization cycles post deployment.
Key Focus Areas
AI Agent Performance Management & Optimization
Data Analytics & Insight Generation
Conversation Analytics & Transcript Analysis
Intent Mining & Customer Journey Analysis
KPI Monitoring & Continuous Improvement
Voice AI / Conversational AI Optimization
Contact Center Transformation & Automation – CCAI
Stakeholder Management & Business Alignment
Post-Implementation Performance Governance & Optimization
Candidates with exposure to one or more of the following platforms would be relevant:
Google CCAI / Dialogflow CX / Agent Studio, Amazon Connect / Lex, Genesys, NICE CXone, Kore.ai, Cognigy, SoundHound, Five9, Salesforce Service Cloud
